# Fynd Support SLAs

### Contact for Onboarding Queries

| Role | Email |
|  --- | --- |
| Fynd Support | [help@fyndplatform.com](mailto:help@fyndplatform.com) |


### Onboarding SLAs

| Topic | SLA |
|  --- | --- |
| Trendyol Onboarding Process | 3 to 7 business days |
| Fynd Konnect Tech Support | 4 to 8 business hours |


### Support SLAs

| Severity | Description | Examples | SLA First Response Time | SLA Resolution Time |
|  --- | --- | --- | --- | --- |
| P1 - Critical | Major production outage affecting all users; cannot perform business operations | High number of failed or locked orders | 30 min | 1 hr mitigation, 4 hr resolution |
| P2 - High | Severe issue affecting core business functions but not fully down | Order processing delays, incorrect status sync | 60 min | 4 hr mitigation, 8 hr resolution |
| P3 - Medium | Non-critical issue impacting some users; workaround available | Minor UI bug, delay in bulk order updates, reports not generating | 2 hr | 24 hr resolution |
| P4 - Low | General issue or feature request with no major business impact | User query, configuration request, minor UX fixes | 4 hr | 72 hr resolution |